Application Service Desk Analyst SECRET CLEARANCE required
Active Secret Clearance Required
Work as part of the Application Support Desk team responsible for Tier 1 through Tier 2 support. The work location is at our government client site headquarters in Vienna, VA. Hybrid work schedule is possible.
Responsibilities:
Provide support for a variety of proprietary classified government applications
Cross-train and support multiple applications in a Help Desk/Call Center Environment
Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the applications functionality, basic user training, role-based access and processing and/or completing access requests
Requires good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
Must be able to handle multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking
Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues
Ensure on-going maintenance and development of positive customer relationships with team members and end-users
Performs closed-loop communication with end users to resolution
Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment
Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction)
Must be able to meet and adhere to established guidelines for average call times, number of tickets/calls per day and other related SLAs in order to ensure that we meet established and reported SLA requirements
Develop and create documentation on training materials, FAQs and Knowledge Base Articles
All other duties as assigned
Requirements
2+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial PC operating systems, COTS, and/or applications software in person and over the phone
Experience using a Help Desk ticketing system such as Remedy or Ivanti
Experience researching problems, analyzing trends, and distributing findings
Strong customer service, verbal and written communication skills, and troubleshooting skills required
Ability to quickly learn complex business applications and apply this knowledge to assist end users
Experience developing Knowledge Base and related documentation
Bachelors degree or certification in IT related field; work experience may be a substitute
US Citizenship necessary with ability to pass a background check
ACTIVE SECRET CLEARANCE REQUIRED
Benefits
Medical, dental, vision insurance
Life insurance
Short-term and long-term disability insurance
11 paid federal holidays
Paid vacation
401K with company match